Frequently Asked Questions
About 2-1-1 in New Jersey
When did 2-1-1 service begin in New Jersey?
On October 3, 2002, the NJ 2-1-1 Partnership, a subsidiary of the United Ways of New Jersey
received the approval of the Board of Public Utilities to implement and oversee 2-1-1 in our state.
The system was first piloted in Hunterdon County in 2002. The pilot was expanded to include
Morris, Passaic and Camden in 2003. On February 11, 2005, 2-1-1 was launched statewide via
cell phone and landline. In February 2006, www.nj211.org went live online. Features include
a searchable database and Instant Messaging (chat) with a 2-1-1 Call Specialist.
Today, 2-1-1 Call Centers are located throughout the state tied
together by a Virtual Private Network, established through the Internet utilizing broadband
connections and a statewide host server that supports a state-of-the-art data base.
The State of New Jersey provides our lead source of funding, matching initial investments made
by the United Ways. 2-1-1 is working closely with the NJ Department of Human Services and the
Office of Homeland Security. Human Services acts as
an additional “call center” having, synchronized
their e-service directory and NJ HELPS web site with the 2-1-1 statewide database to make state
government programs and services easier to access. Homeland Security is working with 2-1-1 to
promote preparedness and strengthen emergency response in times of crisis.
Is 2-1-1 available anywhere else?
2-1-1 is part of a growing national model. Approximately 192 million Americans (65% of the U.S. population)
in all or part of 41 states have access to 2-1-1. New Jersey is one of 17 states to offer access
to 2-1-1 statewide.
How is 2-1-1 used?
Finding help should not have to be difficult. Yet many people give up before they get help because
they don’t know who to contact or where to go to solve their problem. Now, with just one call to
2-1-1 or a click onto www.nj211.org, there is a LIVE connection to a warm and compassionate Call
Specialist who is experienced in assessing need and connecting to resources - whether it is for an
everyday concern or community-wide emergency.
What are the features of the system?
2-1-1 is free, confidential and available 24 hours a day, 365 days a year. Language line services
(also used by 9-1-1) make it possible to assist callers in 0ver 170 languages and dialects. And,
individuals who are hearing impaired can connect via TTY.
What kinds of resources are available?
While the services in each local community may vary, 2-1-1 provides callers with connection to over
25,000 resources including:
- Food banks, shelters, housing and rental assistance;
- Crisis lines, support groups, counseling, drug and alcohol intervention and rehabilitation,
healthcare programs;
- Job training, transportation assistance, employment programs;
- Adult day care, Meals on Wheels, respite care, home health care, homemaker services;
- Childcare, after school programs, summer camp and recreational programs, mentoring, tutoring,
protective services;
- Volunteer and philanthropic opportunities.
Who is using 2-1-1?
Since launching 2-1-1 statewide, call volume has increased as much as 40% in many areas of the state.
The system is handling 150,000 calls. The web site averages 175 sessions daily with the average user
searching three pages including the database. Most common searches are for housing options and financial
assistance.
The overwhelming majority of inquiries are made by individuals seeking assistance for him or her self.
The majority are women. Increasingly call centers are also receiving inquiries from individuals in the
community interested in knowing where they can donate their time, money or product to do the most good.
A recent University of Texas study discovered that 93% of 2-1-1 users found the information they sought with
ease. 97% said they would use 2-1-1 again.
How is 2-1-1 tied to Homeland Security?
In times of emergency, such as a flood, ice storm, chemical spill, disease outbreak or terrorist attack,
it is best to keep calls in the local community to the extent possible. 2-1-1 can offset mass panic by
providing reliable two-way communication with local residents, leaving 9-1-1 free to handle life saving
emergencies. 2-1-1 in New Jersey has received a grant from the United Way of America to prepare for
effective disaster response and long-term recovery.
What does 2-1-1 cost to operate?
New Jersey’s United Ways, the State of New Jersey, county government, and the Verizon Foundation have
generated more than $2.2 million to support 2-1-1 operations in New Jersey.
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